Overview
Metrigy’s
Customer Experience MetriCast 2025 global market size and forecast study of 1,397 companies finds that 34% of contact center operations are using contact center as a service (CCaaS) as their primary platform. The remaining 66% use either a single-server hosted platform that is managed by a third-party partner, or an on-premises contact center platform that they own and manage from their own or a hosting provider’s location. Although the majority of contact center agent licenses are for on-premises platforms, the adoption trend is toward CCaaS platforms because with them companies can improve flexibility and scalability, move to an operational expense model, and get access more quickly to enhanced capabilities, deep analytics, and customer insights across digital channels. In this
2025 CCaaS MetriRank report, Metrigy examines the leading providers.
